Staff Employee Retention

Think that poor employee retention is only causing you internal hassles like re-recruitment costs and staff disruption? Think again. Research by Harvard Business School has demonstrated a clear link between staff retention and profit. Called the “Service-Profit” chain, the link was discovered a few decades ago and is even more relevant today.

In this section, we provide insight into the links between staff retention, customer service, customer satisfaction and profit. We show you how to use regular staff feedback to improve you staff retention and ultimately turbo-boost both your employees’ and your customers’ experiences.

The average cost for a business to acquire a customer is roughly 5-25 times the cost for retaining a customer, so it's safe to say that it's worth investing in customer loyalty. But how *do* you maintain loyalty in your customer base?
You…

Customer Thermometer sponsored Forrester's excellent CX NYC 2019 event a few weeks ago. We were lucky enough to attend many of the sessions, and have pulled together what Forrester highlighted as the biggest Customer Experience transformation…

It is well known that it can cost up to five times more to gain a new customer than it does to retain an existing one. These days, smart, forward-thinking enterprises are paying far more attention to customer retention than ever before. They’re…

This month, I've been reading Chip and Dan Heath's really excellent book, The Power of Moments: Why Certain Experiences Have Extraordinary Impact.
This is a thought-provoking book, packed with case studies and stories but also fielding a…

19th June 2019

https://www.customerthermometer.com/img/power-of-moments-header.png248710Lindsay Willotthttps://www.customerthermometer.com/img/logo@2x.pngLindsay Willott2019-06-19 15:24:212019-06-19 15:24:21The Power of Moments: Book Review

Ahead of our visit to Forrester’s annual CXNYC event in June, I spent a long-haul flight taking notes from John A. Goodman’s Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service.
Drawing on over 40 years of experience…

Customer satisfaction survey response rates are influenced by a multitude of factors, many of which we’ve discussed previously. One of the most important is timing. The day of the week, the time of the day along with the time delay between…

Schools have undergone a cashless revolution since ParentPay launched its innovative payment solution in 2002. As a result of removing cash, schools have saved millions of hours of time accounting for meals, trips, uniforms and other school…

This month we review the excellent How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing by Adrian Swinscoe.
Adrian is an ex-teacher, economist and manager with experience in organizations such as Shell, the FT and the…

I've rarely been more fired up to write a book review for our blog than the moment I finished Subscribed: Why the Subscription Model Will Be Your Company's Future - and What to Do About It by Tien Tzuo, Founder and CEO of Zuora.
For several…

“We have been completely blown away by the results of using Customer Thermometer.
In the first 3 months, we had x6 times the number of responses we hoped for. Not only that, the customer satisfaction level is awesome – a real validation…

The truly great sports teams don’t just get great results. They each have their own unique character that inspires loyal fans. They set standards for the next generation to beat.
And what about the acclaimed teams from TV and film like…